Support Options

[JackNaylorPE]

Have been trying to reach Tech Support for several weeks. First call went on for about an hour with periodic interruptions stating the usual "stay on the line and an agent will be available momentarily". Less frequently I'd get a "leave a message option" but chose to stay on hold. Eventually, they just won't let you do that anymore.

Tried several times afterwards and after 30 - 45 minutes left a message, no responses.

Tried e-mail..... got a case number response which said call

Now on my 2nd attempt (60+ minutes on hold so far) since getting that e-mail and the normal Asus promo stuff between announcements has been replaced some time ago with harpsichord music.

Before ya ask what the problem is, it's been here on the forum for months and tho the volunteers here do a great job, it's apparent that they are not getting the information needed to keep us informed.

Whether I use the cell or land line, the repeated toll calls are getting burdensome

[HiVizMan]

What is your tech support question?

[JackNaylorPE]

The one that staff here don't wanna get involved with 🙂

When will we have a solution to the BIOS Clock Freeze problem.

Finally talked to someone on July 23rd, said he'd semnd an e-mail w/ instructions .... no response

Sent e-mails to customer support staff that address customer's complaints in newegg reviews .... no response.

The inability to get a response is now becoming its own separate issue.

[Tokens210]

Currently there is no fix so the ppl your contacting can't really do anything except tell you the steps listed in the frozen clock section, or tell you normal steps such as update uefi and drivers things like that

If you look thru the pages there are 2 different bios versions that they believe would fix the issue and neither did

If you play around with it enough you can get lucky like me, unfroze my clock almost 6 months ago, worked fine ever since

[JackNaylorPE]

The answers are conflicting:

Just recently I have been exchanging e-mails with Customer Loyalty folks .... have several users wanting M7H builds and was reading the newegg reviews. On the page where I read about the M7H getting hit by the bug, there was a response in another review right above it with the Loyalty Guy's e-mail. He monitors the newegg reviews for Asus products and provides responses, so I find it odd that when he heard from me this was the 1st time he heard from it ..... with a dozen or more threads here, and all Raja's efforts getting answers from techies in the back room hard to understand why no one "got the memo".

I have not seen anyone from Asus say that they believe that the BIOS fixes anything other than the announcement that one was coming. According to Asus phone support there is no BIOS that fixes this nor do they have any knowledge of the problem. I have asked Asus Customer Loyalty the following questions in 5 consecutive e-mails.

1. Is there a BIOS fix for the problem identified as an "RTC stop error" issue on the RoG Boards ? _*yes or no*_

2. If so, when will there be a public announcement of this ? _*yes or no*_

3. When can we get it ?*_Date_

I have gotten the same answer 5 times in a row

I understand what you are saying but that is not how this process is designed. It is designed to help our consumers on an individual basis without making assumptions. I want to help you directly so I would need to see your board before confirming any issue. I've been here before Z87 came out but I had not seen the issue prior to you inquiring about it. If you would like to move forward with the RMA please let me know.

I can't understand why I need to do an RMA for what Asus announced here was a BIOS problem.

My last experience with the Asus RMA process took 3 months and that was with Premium Replacement Program. They did send a board before I had to send the failed one back but it was warped like a banana and the 60% of the I/O panel was outside of the case opening .... getting the replacement to the replacement took 3 more months.

My last experience with a model line that had a well documented problem was a bit worse....20 support calls, 18 months and 5 RMAs, last resolved the problem ... the sent a next generation model.

[PerpetualCycle]

Jack, I would say forget about it and move on to a different brand. They obviously are not going to fix this, and if you ask me, never intended to.